no sign user, unable to sign a document

[rokia_1915]

Hello,

I received a request to sign a document, but I can't view it in my Adobe application. When I log in to Adobe, the document does not open automatically and the following message appears: NO_SIGN_USER.

What could be the problem? Thank you.

[Meenakshi Negi]

Hi rokia_1915,

Thank you for reaching out.

Please confirm if you have received the document via Acrobat Sign or if it was directly sent to you via email. Also, when you say Adobe, which Adobe application are you using? Are you checking the document in Acrobat or the Acrobat Sign? 

It would be helpful if you could share a screenshot of the message you received. That will help us to share the correct steps and information.

Thanks,

Meenakshi

[rokia_1915]

Hello, thank you for your reply.
I received an email containing the link to sign the document. I use Adobe Acrobat; please find the screenshots attached.

Thanks,

Rokia

[Meenakshi Negi]

Hi rokia_1915 ,

We tried to check your account with the email address you used to sign in. However, that email address does not have an active account for Acrobat Sign. If you are using a different email address for the Acrobat account, please share it via private message. You may send a private message using the envelope icon at the top right corner of this community page. Also, confirm if you have received the document on the same email address used for the Acrobat account.

As you have received the document, please use the link provided in the email to sign the document. Use an alternate browser to open the document via the link. You should be able to open and sign it.

Let us know how it goes.

Thanks,

Meenakshi

[rokia_1915]

Hello,

It's the same email address for this account and my Acrobat account, and it's also the address to which I received the signature request.

I tried using a different browser, but it asked me to log in to my account, and I received the same error message. How can i activate an esign account? 

Thanks,

Rokia

[Meenakshi Negi · Accepted solution]

Hi rokia_1915,

Thank you for the information.

As you do not have an active Acrobat Sign account, you are receiving an error in the application. Also, we do not see any active subscription listed under your Adobe account.

You may ask the sender of the document to remove the sign-in authentication method. Then, you will be able to access the document without any issues.

Or you may try to access the free version through the Acrobat web account. Open the Acrobat web account using the same email address you used for the desktop version. Once logged in, go to E-Sign and select Request e-signatures. See if you can send the document for signature. If it works, then try to open the link again and see if you can access the document. You may refer to the steps suggested in the following help document: Send documents for signature

Let us know if you need any help.

Thanks,

Meenakshi

[swathi_5413]

Hello, 

I am having a similar issue when trying to send a document for e-signatures. It says 'NO SITE USER' Please help

[Meenakshi Negi · Accepted solution]

Hi swathi_5413,

Thank you for reaching out, and sorry about the trouble caused.

We have checked that you are using the Adobe Sign Enterprise plan. As you get the error message, please get in touch with our Adobe Sign Enterprise support team for the correct information. You may contact them using the steps in the following help document: https://adobe.ly/4ofxMQE.

Feel free to let us know if you need any help.

Thanks,

Meenakshi